NCC mandates telcos to compensate users over poor network quality

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators across the country to compensate subscribers experiencing substandard network services.

The directive, announced in a statement on Sunday by the Commission’s Head of Public Affairs, Nnenna Ukoha, requires that affected users receive airtime credits where service quality falls below approved benchmarks.

According to the NCC, the compensation will be calculated based on customers’ average usage and their location within local government areas impacted by network disruptions.

“Subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.

“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within local government areas where service failures occur,” the commission said.

The regulator explained that the measure aligns with its consumer-centric approach, which prioritises the interests of subscribers within Nigeria’s telecommunications space.

“Telecommunications services today underpin economic activity, social interaction, and access to digital opportunities. When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system,” the statement read.

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In addition to the directive to telecom operators, the NCC also issued new instructions to tower companies responsible for key infrastructure such as telecom masts, mandating them to reinvest fines imposed on them into tangible network improvements.

“The commission will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services,” it said.

The Commission reaffirmed its commitment to strengthening oversight and ensuring fairness, transparency, and accountability within the sector so that consumers receive improved service quality.

“Further to this directive, the commission is also mandating Tower Companies to invest in infrastructure with measurable outcomes using sums that it has fined these companies, in addition to other financial fines the commission will deem appropriate,” the statement concluded.

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